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Call Centre Team leader


Job Ref

Main Purpose of Job:

Donnelly Group Dungannon site manages all inbound calls for all Donnelly Group sites.

Your role will be to lead, supervise, and develop the call centre team, to be responsible for ensuring a continuous high level of customer service and call handling expediency in a high volume department.

Main Duties:

To support and develop the team of switchboard operators - enabling them to be their best in their role; as well as being part of the team, and carrying out the day to day switchboard operator duties.
To monitor and analyse call handling efficiencies with the use of efficiency tools available in the business.
To regularly monitor and report KPI on call statistics with Site Director.
To be responsible for team workload prioritisation, team scheduling, individual staff development, effective time management and conflict resolution.
To identify any staff training needs, participating in the delivery of in-house training and assisting with the facilitation of any external training.
To be able to handle difficult conversations and situations with sound judgement
To comply with all Health and Safety legislation to ensure safety and well being of self and colleagues.

Skills and Competencies:

Customer Service Professional
Ability to work in a pressurised work environment
Able to plan, organise, with pro-active approach
Strong IT and analytical skills
Leadership skills
Training ability
Team player
Professional, friendly and polite disposition.
Excellent written and verbal communication skills.
Strong ability to delegate effectively, manage staff performance and proactively encourage team development
Strong judgement and diplomacy skills and be able to handle difficult conversations when the situation requires it.
Has had previous experience within the last three years in leading a team within a call centre or related environment
Flexible working availability to include evening and Saturday rota

Closing Date - 12th August 2020

Business Support
Full Time

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